Kaman Industrial Technologies (KIT) had grown to operate more than 200 customer service centers and five distribution centers across the U.S., Canada, and Mexico, but these locations operated in relative isolation. If local customer service agents were busy or cut off by weather and unable to take calls, phones could ring unanswered. There was no way for other offices to help balance the workload. In addition, the company’s data network was complex, and they were previously unable to prioritize between business-critical applications, and less important uses, such as Internet-surfing. With growth and acquisitions on the agenda, KIT needed an updated network, and a new way to excel in customer service.
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